How hard can it be to get a fault sorted?
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- Re: How hard can it be to get a fault sorted?
How hard can it be to get a fault sorted?
22-04-2013 6:00 PM
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Person I spoke too said my download speeds was being limited by the exchange due to a lot of drop outs on the line, but the only drop outs he could tell me was when I rebooted my router and when I connected to the master socket, not the event that had caused the poor sync speed originally, and that it would sort itself out and I shouldn't have rebooted the router - despite it being what you get told to do whilst on hold for faults!
Put everything back in place and the sync went up to 6606, and even 7202 in an evening but it still wouldn't sync any higher and the SNR was showing a figure of 17 so I thought I would go through the fault checker.
After a couple of days I called for an update and was told that it would be a minimum of 72 hours before there would even be any form of response for a fault ticket, but on pushing the agent he looked at the previous call ticket and was then also fixated on download speeds and not the actual issue of the high snr and slow sync speeds but eventually said he would get BT to reset the line which would be completed in 24 hours. 72 hours later the line still has a high snr of 16 and still wont sync to the normal line speed of 8128 which has got me wondering if its like the home phone features 24 hours where you mean 3 working days or should it be in fact 24 hours?
Pinged the ticket back to support but not holding my breath at getting this sorted any time soon...
Re: How hard can it be to get a fault sorted?
22-04-2013 6:45 PM
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And stop whingeing - I'm stuck on 250kbs.
Re: How hard can it be to get a fault sorted?
23-04-2013 9:59 AM
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I've just taken a look and can't see an obvious reason for that, I'll leave that for our faults guys to investigate next.
@Innovations, FYI you've had a reply to your thread here: http://community.plus.net/forum/index.php/topic,114228.0/topicseen.html
Re: How hard can it be to get a fault sorted?
23-04-2013 12:42 PM
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The response to the ticket didn't give any indication as to what the cause and issue was.
Re: How hard can it be to get a fault sorted?
23-04-2013 5:40 PM
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Re: How hard can it be to get a fault sorted?
24-04-2013 9:07 AM
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Our faults team will again pick this up, at the moment they are monitoring the stability of your connection and will check to see why your sync speed has dropped.
We'll keep you updated on your ticket.
Re: How hard can it be to get a fault sorted?
25-04-2013 10:40 AM
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10 days to get this far....
Roll on to when I can cancel now, since moving to the unlimited product the service has got considerably worse 😕
Re: How hard can it be to get a fault sorted?
25-04-2013 10:50 AM
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jim:quote
Re: How hard can it be to get a fault sorted?
25-04-2013 10:52 AM
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Quote So the line is apparently fine despite the SNR creeping up again..
That's not what we're saying at all, sorry this is taking a while to resolve and we appreciate this might be frustrating but the ticket is back with the faults guys again so keep an eye out for another response and let us know if you have any issues with what's been suggested.
Adam
Re: How hard can it be to get a fault sorted?
29-04-2013 6:02 PM
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72 hours plus since I sent the ticket back and no response suggests you aren't interested in helping resolve this and it looks like I will have to suffer a substandard service.
Re: How hard can it be to get a fault sorted?
30-04-2013 9:32 AM
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Adam
Re: How hard can it be to get a fault sorted?
30-04-2013 9:32 AM
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Would you be willing to try the connection with interleaving on for a short while to see if that helps? It's been off since the 14th March and according to the BT records we can see, that's when things started wavering connection wise. Just thought it might stabilise things, when it was on back then the line was in sync at 8128 with a 7150 profile.
Just a thought, but happy to see if it helps if you want to?
Re: How hard can it be to get a fault sorted?
30-04-2013 11:31 AM
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Re: How hard can it be to get a fault sorted?
30-04-2013 7:18 PM
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Quote C:\Windows\system32>ping bbc.co.uk
Pinging bbc.co.uk [212.58.251.195] with 32 bytes of data:
Reply from 212.58.251.195: bytes=32 time=29ms TTL=119
Request timed out.
Reply from 212.58.251.195: bytes=32 time=29ms TTL=119
Request timed out.
Ping statistics for 212.58.251.195:
Packets: Sent = 4, Received = 2, Lost = 2 (50% loss),
Approximate round trip times in milli-seconds:
Minimum = 29ms, Maximum = 29ms, Average = 29ms
C:\Windows\system32>tracert www.plus.net
Tracing route to portal.plus.net [212.159.8.2]
over a maximum of 30 hops:
1 <1 ms <1 ms <1 ms 10.0.10.10
2 * * * Request timed out.
3 * * * Request timed out.
4 * 99 ms * xe-0-2-0.ptw-cr01.plus.net [212.159.1.16]
5 * * 30 ms te9-4.ptn-gw01.plus.net [195.166.129.33]
6 * * * Request timed out.
7 * * * Request timed out.
8 * 38 ms 43 ms vlan2658.peh-elb02.plus.net [84.93.232.53]
9 * * 37 ms portal.plus.net [212.159.8.2]
Re: How hard can it be to get a fault sorted?
01-05-2013 12:35 PM
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